Customer Services Team Leader - English Speaking - Nightshift

Oversee the daily operations of a team of call center agents, including monitoring performance and attendance in line with company policies and legal requirements.
Provide regular coaching and feedback to team members to ensure weekly performance targets are consistently met.
Identify performance gaps, create improvement plans, and take corrective actions when necessary, up to and including employee termination.
Ensure customer service delivery meets agreed Key Performance Indicators (KPIs) and financial objectives.
Clearly communicate expectations and provide timely updates to team members.
Serve as a subject matter expert by supporting escalated customer interactions when required.
Facilitate team meetings to share important updates, encourage open communication, and organize team activities.
Maintain up-to-date knowledge of internal processes, policies, and procedures, and participate in required management training programs.